Returns Policy
RAEMART Return & Refund Policy
Customer satisfaction is important to RAEMART. We strive to provide quality janitorial, sanitation, foodservice, and related business supplies and to handle returns and order issues fairly and efficiently.
Returns
Eligible products may be returned within 30 days of delivery, subject to the conditions below.
To qualify for a return, merchandise must generally be unused and unopened, in its original packaging or case, in clean and resaleable condition, and complete with all original quantities, components, and packaging.
All returns require prior authorization from RAEMART.
To request a return, contact us at support@raemart.com and include your company name, order or invoice number, product information, quantity being returned, and reason for the return.
RAEMART will review the request and provide instructions if the return is approved.
Do not ship, mail, deliver, or drop off merchandise to RAEMART or any other location unless RAEMART specifically provides written return instructions.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order promptly upon delivery.
Damaged merchandise, defective products, incorrect items, shortages, or other delivery discrepancies should be reported to RAEMART within 2 business days of delivery.
When reporting an issue, please provide your company name, order or invoice number, product name or item number, quantity affected, a description of the issue, and photographs of the product, packaging, or damage when applicable.
If RAEMART determines that merchandise was damaged, defective, incorrectly supplied, or missing from your order, we will work with you to provide an appropriate replacement, refund, or account credit.
Please retain the affected merchandise and packaging until RAEMART provides instructions. Do not discard damaged or incorrect merchandise unless instructed to do so.
Non-Returnable Products
Certain products may not be eligible for return due to health, hygiene, food-safety, manufacturer, or resale requirements.
Unless the product is damaged, defective, incorrectly supplied, or otherwise eligible for a remedy under applicable law, products that generally cannot be returned include opened or partially used products; opened cases or packages of disposable gloves or other hygiene-sensitive products; opened food-contact products and foodservice disposables; personal protective or hygiene-related products once opened; and products that have been used, altered, contaminated, damaged, or improperly stored after delivery.
Special-order products, custom products, products specifically sourced at the customer's request, and clearance, discontinued, or final-sale products identified as such at the time of purchase may also be non-returnable.
Products that cannot reasonably be resold because of their condition or packaging may also be ineligible for return.
RAEMART reserves the right to determine return eligibility after reviewing the condition and circumstances of the return.
Special-Order and Custom-Sourced Products
Products that RAEMART orders, imports, manufactures, or sources specifically for a customer's requirements may be designated as special order or non-returnable.
Any applicable return restrictions for these products will be communicated at or before purchase whenever reasonably practicable.
This restriction does not apply when RAEMART supplied an incorrect product or when an applicable remedy is otherwise required by law.
Restocking Fees
Approved returns may be subject to a 10%–25% restocking fee, depending on factors such as the type of product, quantity, condition, packaging, handling requirements, and costs associated with returning the merchandise to inventory.
Any applicable restocking fee will be communicated as part of the return authorization.
A restocking fee will not be charged when RAEMART determines that the return resulted from an incorrect product supplied by RAEMART, qualifying damaged or defective merchandise, or another error attributable to RAEMART.
Refunds and Account Credits
Once an approved return has been completed and, when applicable, the merchandise has been received and inspected, RAEMART will notify the customer of the refund or credit determination.
Approved refunds will generally be issued to the original payment method.
For business-account purchases, RAEMART and the customer may agree to apply an account credit toward current or future purchases instead.
Please allow reasonable processing time after a refund is approved. Credit and debit card refunds may take additional time to appear on the customer's account depending on the financial institution or payment provider.
Original Shipping and Delivery Charges
Original shipping, freight, and delivery charges are generally non-refundable when a customer chooses to return correctly supplied merchandise.
When a return results from an error by RAEMART or qualifying damaged or defective merchandise, RAEMART will determine the appropriate replacement, refund, account credit, pickup, or other resolution.
Return Instructions
Do not ship, mail, deliver, or drop off any return to RAEMART or to any address associated with RAEMART without prior written authorization.
All returns must first be approved by RAEMART. Customers must contact support@raemart.com and receive instructions before taking any action to return merchandise.
Depending on the product and circumstances, RAEMART may arrange a pickup, provide specific return instructions, authorize another method of return, provide a replacement, refund, or account credit, or determine that physical return of the merchandise is not required.
Customers should not send merchandise to RAEMART's business address, mailing address, warehouse, supplier, manufacturer, distributor, or any other address unless RAEMART specifically provides written authorization and instructions for that return.
RAEMART is not responsible for merchandise shipped, mailed, delivered, or dropped off without prior authorization.
For approved returns that are not the result of RAEMART's error or qualifying damaged or defective merchandise, applicable return transportation or pickup costs may be the customer's responsibility.
If a return results from RAEMART's error or qualifying damaged or defective merchandise, RAEMART will provide appropriate instructions and, when applicable, arrange the return, pickup, replacement, refund, or account credit.
Exchanges and Replacements
Approved exchanges and replacements are subject to product availability.
When an identical replacement product is unavailable, RAEMART may offer a comparable replacement product, account credit, or refund, as appropriate.
Any substitute product will be discussed with the customer before substitution.
Order Cancellations
Orders may be cancelled before fulfillment or shipment when possible.
Once an order has been processed, picked, shipped, delivered, or specially ordered from a supplier, cancellation may no longer be possible or may be subject to applicable restocking, freight, supplier, or handling charges.
Special-order and custom-sourced products may not be cancellable once RAEMART has committed to purchasing, sourcing, or producing the merchandise.
Refused Deliveries
Customers should contact RAEMART before refusing a delivery unless there is an immediate and obvious problem with the shipment.
A delivery refused for reasons unrelated to RAEMART's error may be treated as a customer-requested return and may be subject to applicable delivery, transportation, and restocking charges.
Late or Missing Refunds
If RAEMART has confirmed that a refund has been issued but it has not yet appeared on your account, please allow time for your bank, credit card company, or payment provider to process the transaction.
If sufficient processing time has passed and you still have not received the refund, please contact us at support@raemart.com.
Contact Us
To request a return, report damaged or incorrect merchandise, or ask a question regarding this policy, please contact:
RAEMART
Janitorial & Foodservice Supplies
Email: support@raemart.com
Please include your company name and order or invoice number so we can assist you promptly.